Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Do you dare to go ...

Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

This weekend I refilled a prescription at an online pharmacy. Just as I clicked submit on the order, I saw that the scheduled ship date was Tuesday. I had a business trip planned for later in the week ...

Most of us have been on the other end of one of these calls… we have a problem, and a call center representative is talking to us like a robot. But in this story, we get to hear the other end of a ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

When a company wants to update its branding, it usually looks to traditional branding considerations such as its logo, its use of typography, its color palette, and possibly even whether it needs a ...